Call Center Recording Solution

100% Call center call recording and audit by Convin

Convin’s call center recording solution audits 100% calls and prioritizes those sales calls that need special attention for manual audit.

100% sales Audit

If you are the call center manager, one of the biggest challenges we can bet is auditing and reviewing all rep's calls and providing feedback. 

Even if you have a manual auditing system in place, we are here to tell you it's not enough!

Why?

Because manual call reviewing takes a lot of time, and in most cases, not all calls are audited, only a handful of the calls are, which again is not systematic. Thus it leads to important calls being left unaudited. 

But with Convin’s call center recording solution, you can record and analyze 100% of call-center calls based on custom parameters and even prioritizes those calls that need special attention in less than a quarter of the time. And much more, but more on this later.

Let’s first understand what a call center solution is and, more importantly, why you need one!

What do you mean by “Call-centre” recording?

Call center recording solution tapes and documents the call-centre calls via the VoIP and IoP protocols, post that it analyzes the call recordings. 

Using a call center recording solution, you can monitor your reps' activities, organize calls–making call recordings searchable, re-listen to recordings, check call reports, perform quality control, and provide instant feedback.

The call center recording solution also gives access to unlimited customer intelligence and challenges, which can be utilized for marketing.

The call center recording solution gives a holistic view of everyday call center calls and call performance.

BSH Automates call auditing for their call center

BSH is a UK-based home appliance company that needed a solution that would record and monitor the quality of its call centers and also resolve compliance issues. They needed this solution to train their agents and improve their performance.

Initially, they opted for an automated call center quality management solution to monitor their 88 agents in the Kettering call center.

Soon after that, it was noted that the agents of this call center were ranked for their helpfulness, politeness, and overall performance.

Amazing right?

Still confused, if you call-center, needs a call-center recording solution?

Why does your organization need a call-center recording solution?

A call recording solution is important for monitoring sales reps' calls and is also crucial for resolving compliance issues.

◼️ Call-center quality management

Most call centers have a quality management system in place, but as per their call auditing system, any two calls are audited per agent. And it takes weeks and weeks to provide agents with feedback, which further delays their performance improvement. 

With an automated call center quality management in place, all calls can be audited in the quarter of the time of auditing a single call. It even prioritizes the calls that need manual review so that important calls are not missed, and the data of these calls can be utilized in the hot time.


◼️ Agent Compliance.

Call-center recording solutions come in handy for checking if agents are complying with the company’s values, policies, and rules when engaging with the customers. Most companies follow a script and even provide a greeting message. By using a recording system, you can check if your agents are following the script and call protocols.

◼️ Compliance

In most countries, it is mandatory to record customer engagements, as it helps in solving any legal disputes. Apart from t

There are rules in place governing how to record, save and use the call data. Convin’s call-center recording solution abides by these laws and provides a seamless service.

◼️ Onboarding training

If you have easy access to prior calls, training new hires becomes much easier. They can simply listen to the recordings and understand the tone of talking, customer service, customer engagement strategy, customer’s objections, and pain points and how to tackle them.

Convin makes recording and organizing call recordings very easy with it create call library feature. You can use this feature to create a library of different call scenarios and your best calls and share them with the hires.


◼️ Dispute resolution

As we said, as per the government rules, it is mandatory to record call-center calls for legal dispute management. It’s unfortunate, but sometimes the business call-center representative gets into “you said, he said” disputes regarding offers, warranty, etc. In these times, these recordings really help in resolving the issue.

◼️ Unlimited and real customer intelligence

One of the best-hidden advantages of call-center recording solutions is that it helps uncover real customer intelligence directly related to your business, like customer objections, challenges, and customer intent. It even helps unravel the customers' changing buying behavior by uncovering insights from their calls.

The statistics in the market are very generic and may or partly apply to your business. You can target your customers more personally and effectively using real customer intelligence.

Now that we know why call-recording solutions are crucial let us tell you more about Convin.

Convin’s Call Recording Solution

Convin’s call recording solution integrates seamlessly with your existing call-center stacks and starts recording all calls through the VoIP and post that, it analyses the call for quality management, agents' performance, crucial business intelligence and reports them to the managers. 

It even provides feedback right after the call to the agents regarding their performance so that they don’t have to wait weeks to review their call performance and improve their performance call on call.

Convin even prioritizes those calls that need special attention for manual auditing so that your call auditing team could choose the right call for auditing and provide feedback and extract crucial business intelligence.

With Convin, you can even create custom call libraries and share them with new hires to fast track the process of onboarding and ramping up. 

Don’t believe us?

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How do Convin’s call center recording solution work?

Convin’s call center recording solution is easy to deploy and easier to use. 

Step 1: Integrate
Convin easily integrates with your dialer, cloud telephony system, video conferencing platform, along with Slack and CRM. 

Step 2: Record.  
Then it starts eavesdropping on your conversations and even records them - how shameless?

Step 3: Transcribe
After recording the call, Convin transcribes the entire conversation - that means no more note-taking.

Step 4: Analyse
Convin analyzes on the basis of custom parameters and then highlights for you the call insights like; topics discussed, queries, feedback, call performance score, soft skills, actionable items, etc.
And highlights the calls that need manual auditing.

Step 5: Share 
Remember integration with your Slack. and CRM?

Covin readily shares the insights directly to mail Slack and logs the data in the CRM.

Convin’s call center recording solution is completely secure

We at Convin understand how important customer and call data security is; that is why we ensure your data is completely secure and safe with our in-house transcription and NLP engine. We ensure for call data security:

  • Secure login and monitoring
  • Hosted on AWS
  • SSL data encryption
  • Role-based access control
  • Enterprise-grade application monitoring
  • GDPR compliant meeting recording

Convin, as of now, supports English, Hindi, and Hinglish. And it takes less than a week to get us onboarded, so don’t wait, ask for a demo now!

Analyze 100% call center call recording and audting with Convin

Convin automatically analyzes 100% calls uncovers sales rep’s perfomance, deal’s bottlenecks, and pinpoint reps’ challenges

Automate 100% call audting